Refund policy

At Luise Faran your satisfaction comes first. That is why we offer 30 day returns on every order, with free return postage for all customers in the United Kingdom.

1. Return period

You have 30 days from the day you receive your order to request a return.

2. Return conditions

To be eligible for a return, the shoes must be unworn (other than trying them on indoors), in their original condition, with all labels attached and in the original box. Please also keep your proof of purchase. Shoes that show signs of wear beyond trying on may not be refunded in full.

3. Free returns with a prepaid label

Return postage is free for all customers in the United Kingdom. Once your return is approved we will email you a free prepaid return label together with instructions on how and where to send the parcel. Items sent back without a prior request cannot be accepted.

4. Fees: no restocking fee

We charge no restocking fee on any return. The fee is £0.00, that is 0 % of the order value. There are no handling fees, administration fees or return postage fees either. You receive the full amount you paid once your return is approved.

5. How to request a return

Step 1: Email us at info@luisefaran.com with your order number and the reason for the return.
Step 2: Our team replies within 24 hours on business days with your prepaid return label and instructions.
Step 3: Pack the shoes securely in their box, attach the label and drop the parcel at the indicated drop off point.
Step 4: Once we have received and checked the shoes, your refund is processed automatically.

6. Refunds

Once we have received and inspected your return we will let you know the outcome. If approved, the refund is issued automatically to your original payment method within 7 days. Please note that your bank or card issuer may take a few additional days to process and post the amount. If more than 10 business days have passed since we approved your return, contact us at info@luisefaran.com.

7. Damaged, faulty or incorrect items

Please inspect your order on arrival and contact us straight away if the item is faulty or damaged, or if you have received the wrong product, so that we can assess the issue and put it right with a replacement or a full refund.

8. Exchanges

Exchanges are accepted under the conditions above. The fastest way to get a different size or style is to return the shoes you have and place a new order once the return is approved.

9. Your statutory rights in the United Kingdom

In addition to our 30 day return policy, as a consumer you have a 14 day right to cancel under the Consumer Contracts Regulations 2013, counted from the day you receive the goods, and the rights set out in the Consumer Rights Act 2015 where goods are faulty, not as described or not fit for purpose. Nothing in this policy limits or excludes your statutory rights under UK consumer law; where the law gives you further rights, they apply alongside this policy.

10. Contact information

Email: info@luisefaran.com
Phone: +44 7473 957274

Store name: Luise Faran
Company name: LIBERTY VERTEX LTD
Company number: 17181329
Registered office: Civic House, 156 Great Charles Street Queensway, Birmingham, England, B3 3HN
Warehouse address: 34-4 Loudon Ave, Coventry, United Kingdom

Customer service hours:
Monday to Friday | 09:00 to 17:00 (GMT)
Saturday and Sunday | 11:00 to 16:00 (GMT)
We aim to reply to every enquiry within 24 hours.